Omnichannel

Omnichannel means treating email, SMS, push, in-app and support as one continuing conversation with a customer rather than separate campaign calendars. The practical payoff is suppression and sequencing: someone who bought after the first email should not get the SMS reminder, and frequency caps should count every channel. It asks for a shared profile and a single decisioning layer. Without those, the same customer sits in four tools and gets four contradictory messages in one afternoon.